Roberta Ojada
Toronto,Canada
Summary
Technologically-savvy Customer service Representative with proven customer service, time management and multitasking abilities. Attentive to customer needs and ready to break down technical problems to develop effective solutions.
Overview
9
9
years of professional experience
Work History
Case Manager
A Fisher & Associates
Toronto, Ontario
07.2022 - Current
- Ensuring clients receive expert guidance and evaluated feasibility of their cases in the insolvency process.
- Managing a portfolio of clients ensuring the administration of each case is accurately and timely processed within business expectations.
- Ensure timely receipt of first payments necessary for finalizing the filing process for both bankruptcies and consumer proposals.
- Obtain required client documentation through effective communication, either directly or via a coordinated three-way call.
- Achieved higher levels of customer satisfaction and decreased drop off rates by providing top-notch customer service.
- Handling of customer objections concerning product qualifying criteria.
- Updating the client management database efficiently using the ascend software.
- Positive general communication to all internal and external departments.
- monitor email inbox and respond to client queries.
- Prepare legal correspondence for both clients and creditors.
- Review legal documents for accuracy.
- Prepare, review and monitor excel spreadsheets.
Customer Service Representative
Diadem Consults Initiative LTD/GTE
Port Harcourt, Nigeria
09.2019 - 05.2022
- Improved customer service wait times to mitigate complaints.
- Mentored new employees on procedures and policies to maximize team performance.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Explained benefits, features and recommendations to maximize client retention.
- Answered inbound calls, chats and emails to facilitate customer service.
- Made outbound calls to obtain account information.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Legal Customer Support Coordinator
Dennis Akhagba & Co
Lagos, Nigeria
02.2017 - 07.2019
- Revised documents, organized travel arrangements, submitted billable hours and coordinated court documentation for timely filings.
- Provided administrative support services for senior partners and firm associates for various types of litigation.
- Displayed superior confidentiality in mail, telephone and in-person communications.
- Answered phones, greeted clients, scheduled appointments and made travel arrangements.
- Managed communication with courts regarding status of petitions and granted orders.
- Prepared thorough, accurate and well-edited documents for cases, client communication and internal needs.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Resolved interpersonal conflicts by listening, finding common ground and building relationships.
Front Desk Receptionist
First Step Daycare & Nursery, London
London, United Kingdom
01.2016 - 01.2017
- Answered telephones and greeted visitors to assist, answer questions and direct.
- Directed visitor security screening before allowing entry.
- Responded to inquiries and room requests made online, by phone and via email.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Maintained office equipment, scheduling service to repair issues.
- Explained policies and procedures to visitors.
- Coordinated meetings, scheduling conference rooms and sending calendar invitations to attendees.
- Worked with housekeeping and maintenance staff to address and resolve building and room issues.
- Drafted professional business documents, spreadsheets and correspondence.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Signed for packages, recorded deliveries and distributed to personnel.
- Gathered, sorted, distributed and sent mail and packages.
- Maintained professional tone at all times, including during peak rush hours.
Education
Bachelor of Science - Economics
Covenant University
Ota, Ogun State. Nigeria06.2014
Skills
- Customer Retention Strategies
- Understanding Customer Needs
- Quality Control
- Data Entry
- Courteous with Strong Service Mindset
- Technologically Savvy
- Customer Service
- Project Management Abilities
- Verbal and Written Communication
- Responding to Difficult Customers
- Inbound and Outbound Calling
- Clerical Support
- Microsoft Office Expertise
- Conflict Mediation
- Building Customer Trust and Loyalty
- English Fluency
- Problem-Solving Abilities
- Efficient and Detail-Oriented
- Ascend Software
- Customer Data Confidentiality
Languages
English
Full Professional
Accomplishments
- Market Research - Interviewed clients via market research surveys to identify product issues and customer needs.
- Computed Data Reports - Provided required weekly, monthly and quarterly reports listing sales figures and client track records.
- Customer Interface - Greeted customers upon entrance and handled all cash and credit transactions.Assisted customers over the phone regarding store operations, product, promotions and orders.
Timeline
Case Manager
A Fisher & Associates
07.2022 - Current
Customer Service Representative
Diadem Consults Initiative LTD/GTE
09.2019 - 05.2022
Legal Customer Support Coordinator
Dennis Akhagba & Co
02.2017 - 07.2019
Front Desk Receptionist
First Step Daycare & Nursery, London
01.2016 - 01.2017
Bachelor of Science - Economics
Covenant University
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